Incident Manager IV

Role Purpose : As

Incident Manager IV , you will be the link between our Support, Engineering, and Infrastructure teams. You will enhance the customer experience by organizing and driving the investigation of production issues in our SaaS application, which consists of Spring-based microservices, ML models, and data pipelines hosted within AWS infrastructure. You will report findings to Engineering, Support, and other stakeholders. In doing so, you will also positively impact the overall product quality.

This is an engineering-focused role, not a management position.

Role Value :

Your work will directly contribute to greater customer satisfaction by ensuring timely communication and resolution of product issues. You will also support Sales teams by providing technical insights about our infrastructure in customer RFPs.

Key Responsibilities

Investigate production issues raised by customers, Support, and Engineering

Act as a liaison between Support and Engineering to facilitate issue resolution, root cause analysis (RCA), and implementation of improvements

Create and track progress of problem tickets in Jira

Generate incident analysis reports with Engineering teams

Perform log file analysis using Datadog

Debug basic REST API calls for investigations

Execute SQL database queries to gather insights for issue investigations

Create and update knowledge base articles in Confluence

Participate in security audits (PCI DSS, ISO 27001, SOC2) and prepare supporting evidence

Skills & Qualifications

Must-Have Skills :

8+ years of IT experience (SRE, Sysadmin, Developer, QA, Technical Support, or similar)

University degree in a relevant field

Strong analytical, problem-solving, and collaboration skills

Good understanding of cloud-hosted application architectures

Data analysis skills — ability to create and interpret dashboards to separate real issues from false positives

Familiarity with project management and documentation tools such as Jira and Confluence

Excellent verbal and written communication skills in English

Solid knowledge of cloud (preferably AWS) infrastructure components

Experience with REST APIs and tools such as Postman

Experience with logging / monitoring tools such as Kibana and Datadog

Proficiency in SQL, Linux, and Networking

Eagerness to continuously learn new technical skills